Customer Service Client Services

DANA FRANCO

Dallas, TX ***** 706-***-**** **********@***.***

SUMMARY

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. Outstanding active listening and multitasking abilities. Established long-lasting connections with departments to facilitate effective resolutions. Enthusiastic client services professional with strong background directly interfacing with customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

SKILLS

Program evaluation

Content management expertise

Improvement plan knowledge

Experience in leadership

Relationship building

Working collaboratively

Analytical

Organizational skills

Collaboration

Critical thinking

Problem resolution

Communication

Organization

Customer service

Multitasking

EXPERIENCE

07/2023 - Current Service Advocate

Farmers Insurance Agency Addison, TX

Provide Customer Service to Farmers Insurance Agents. Assisted with system navigation, processes and consulting.

Cultivated relationships with Agents and to elevate content delivery. Engaged with Agents to offer service solutions and education on procedures.

Partnered with Agents to effectively resolve issues through phone, and email.

Solved issues proactively by reaching out to Agents offering tips and solutions.

01/2022 - 11/2022 Service Agent

GEICO, Government Employees Insurance Dallas, TX Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.

Exceeded call speed, accuracy and volume benchmarks on consistent basis.

Maintained composure, resilience and flexibility during stressful periods. Engaged with customers to offer product and service solutions and education on terms.

Resolved insurance issues and implemented corrective actions to prevent recurrence

03/2000 - 12/2020 Senior Case Advocate

Internal Revenue Service-Federal Government Atlanta, GA Built trust and rapport with clients by delivering information on services and supporting client decision making.

Responded to client calls, offering assistance and support information after assessing needs.

Made appropriate referrals and follow-up referrals to be certain clients received requested information

Advocated for clients with specialized departments in the IRS. Assisted clients in resolving complex tax issues.

08/1986 - 03/2000 Customer Service Representative

Internal Revenue Service, IRS Dallas, TX

Documented conversations with customers to track requests, problems and solutions. .

Escalated customer concerns.

Answered inbound calls and made out calls to individuals T Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Exceeded office productivity standards on consistent basis. EDUCATION AND TRAINING

05/1985 Bachelor of Science: Business/Marketing

The University of Texas At Arlington Arlington, TX Licensed Personal Lines Property and Casualty Agent

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